IT is a service organization. The types of services provided by the IT organization are defined in the IT Services Domain, along with other key IT drivers such as growth projections, opportunities, risks, and control objectives. Quality of service is another important driver that affects processes, organization, and technology. The success of your organization depends on creating a high-quality user experience that enables people to drive the business. In order to differentiate itself, your IT organization must provide higher levels of service in the future. High-quality services play a major role in achieving desired business outcomes. It's essential that all aspects of IT (architectures, processes, and organization) be closely aligned with well-defined service level agreements.
To manage an effective IT organization, you need to start with the following elements in the IT Service domain:
- IT service definitions
- IT service levels
- IT growth projections
- Critical IT assets
- IT opportunities and risks
- IT control and design objectives